1. Purpose and Scope
The general complaints policy underlines the procedure that needs to be followed to instigate an external complaint about:
The Organisation
A member of staff
A member of Llamau’s Board of Trustees.
2. Complaint Procedure
The complainant should write to:
People and Personal Development Manager
Llamau
23 Cathedral Road
Cardiff
CF11 9HB
The envelope should be marked PRIVATE AND CONFIDENTIAL
Your complaint will be acknowledged by the People and Personal Development Manager within 5 working days of receipt and logged by the team. The complaint will then be passed to an investigating officer to investigate the basis of the complaint. This investigation may involve the investigating officer contacting the complainant for further information.
The investigating officer will respond to the complaint within 10 working days. A copy of the investigation and its findings will be passed and kept on file by People and Personal Development Team.
3. Appeal Procedure
If the Complainant is unsatisfied with the response from the investigating officer the complainant can appeal to Llamau’s Operational Director at the following address:
People and Personal Development Team
Llamau
23 Cathedral Rd
Cardiff
CF11 9HB
The envelope should be marked PRIVATE AND CONFIDENTIAL
Your appeal will be acknowledged by the People and Personal Development Team within 5 working days of receipt.
The appeal will then be passed to the Operational Director who will appoint a senior Appeals Officer. This investigation may involve the Operational Director contacting the complainant for further information.
The Operational Director or Deputy Chief Executive Officer will respond to the appeal within 10 working days. A copy of the appeal investigation and its findings will be passed and kept on file by People and Personal Development Team.
The decision at this stage is final.
4. Further Information
In the event of the Complaint being made involving a Head of Section, the complaint will be passed to the Operational Director or Deputy CEO.
In the event of the complaint involving one of the Director’s, the complaint will be passed to the Chief Executive.
In the event of the complaint involving the Chief Executive, the complaint will be passed to the Chair of Llamau.
In the event of the complaint involving the Chair, the complaint will be passed to the Chief Executive and Vice Chair.
To read our full complaints statement and procedure, click here.
4a. Dyfed Powys Missing Children Service
Our Dyfed Powys Missing Children service is commissioned and funded by the Dyfed Powys Police and Crime Commissioner (PCC).
If you are unhappy with the service commissioned by the PCC, you should first raise a complaint in the usual manner following our complaints procedure, details of which are provided above.
If you are dissatisfied with the response received, or if you consider that your complaint has not been handled properly, you may escalate the matter to the OPCC.
When reviewing your complaint, the OPCC will consider:
Whether the provider followed its complaints process
Whether the service was delivered in line with the contractual agreement
The OPCC does not have the remit to investigate/reinvestigate decisions but may:
Seek assurances from the provider
Take action through contract management routes where appropriate